Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Felicia West

Gainesville,FL

Summary

As a Customer Service Representative Mentor, I maintained and enhanced customer service by delivering systems and procedures and supervising staff, communicating and being a responsible team leader by building productive and positive relationships with employees and customers to improve retention and loyalty, while consistently promoting company values and culture through all interactions.

Overview

6
6
years of professional experience

Work History

Delivery Driver

Uber Eats
03.2021 - 08.2022
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Delivered packages to customer doorsteps and business offices.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Managed customer inquiries and complaints in polite and professional manner.

Customer Service Representative Mentor

Iqor
10.2016 - 09.2017
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and provided backup support for organizational leadership.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Supervised large teams with guidance, support and direction for high-quality customer care.

Education

CET - Echocardiogram Technician

MedCerts
Livonia, MI
10.2023

High School Diploma -

Konawa High School
Konawa, OK
05.2016

Skills

  • Issue Resolution
  • Training Methods
  • Strong Telephone Etiquette
  • Customer Retention Strategies
  • Understanding Customer Needs
  • Training Junior Team Members
  • Customer Data Confidentiality
  • Policy and Procedure Adherence
  • MS office Proficient

Timeline

Delivery Driver

Uber Eats
03.2021 - 08.2022

Customer Service Representative Mentor

Iqor
10.2016 - 09.2017

CET - Echocardiogram Technician

MedCerts

High School Diploma -

Konawa High School

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Felicia West